Operations Manager

American Express Global Business Travel; United States; On-site; USD 82,000 - 152,000; Full time

Benefits offered by this job

Travel perks

Learning platform access

Inclusion Groups

Job summary

American Express Global Business Travel is seeking a senior leader to oversee end-to-end sourcing and planning for pharma meetings, guiding multiple teams to meet client service, operational, and financial goals.

You will coach leaders, manage 5–35 reports, drive program excellence, and partner with clients and suppliers to optimize profitability while ensuring compliance and high-quality deliverables across accounts in the United States.

Qualifications

• 5+ years of leadership experience managing pharma meetings teams.
• Proven people leadership, including coaching, development, and driving team performance.
• Deep expertise in pharma meetings sourcing and planning, and supporting technologies.
• Strong knowledge of healthcare compliance requirements, including Open Payments (Sunshine Act).
• Travel up to 25% may be required.

Responsibilities

• Lead end-to-end sourcing and planning for pharma meetings across accounts.
• Drive account financial performance by reviewing forecasts, costs, and settlements.
• Ensure accurate invoicing, reporting, and tracking of event-level data.
• Monitor profitability and optimize labor, margins, and commissions.
• Build and maintain strong client and supplier relationships; lead reviews.

Skills

Leadership experience

People coaching

Pharma meetings expertise

Client relationship management

Analytical mindset

Education

Bachelor's degree

MBA preferred

Tools

Cvent

Program management systems

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

This role leads and develops a team delivering end-to-end sourcing and planning for pharma meetings, ensuring client service, operational, and financial goals are achieved. It oversees team leaders and their teams across sourcing, contracting, planning, onsite execution, and budget management for one or multiple accounts. Managing approximately 5–35 direct and indirect reports, the role focuses on coaching, performance, and capability building while also supporting client needs, driving training initiatives, and leading special projects to enhance program results and efficiency.

What You’ll Do:

• Drive account financial performance by reviewing forecasts, validating costs, and approving monthly settlements
• Ensure accurate, timely invoicing, reporting, and tracking of event-level financial data
• Monitor profitability by analyzing key metrics (labor, commissions, margins) and aligning operations to targets
• Support business growth through cost validation, proposal development, and identification of profit drivers and expansion opportunities
• Analyze trends and performance data to forecast results, improve planning, and optimize program outcomes
• Serve as a trusted advisor across the client lifecycle, delivering program expertise from onboarding through execution and review
• Build and maintain strong client and supplier relationships; lead meetings, presentations, and business reviews to align on expectations
• Lead issue resolution for customer concerns, mitigate risks, and implement service recovery and continuous improvement plans
• Oversee team leadership and operations, including coaching, performance management, hiring, onboarding, training, and fostering an inclusive culture
• Ensure operational excellence by standardizing processes, managing resources, maintaining compliance, and supporting administrative and critical initiatives

What We’re Looking For:

• 5+ years of leadership experience managing pharma meetings teams, with a track record of building high-performing organizations
• Proven people leadership, including coaching, development, and driving team performance
• Deep expertise in pharma meetings sourcing, planning, and supporting technologies (e.g., Cvent, program management systems)
• Strong knowledge of healthcare compliance requirements, including Open Payments (Sunshine Act) and transfer of value regulations
• Demonstrated ability to drive organizational change, process improvements, and operational efficiencies
• Strong client-facing skills with the ability to build relationships at both meeting and executive levels
• Excellent communication and presentation skills (written and verbal)
• Ability to manage multiple priorities and deliver results in a fast-paced, client-driven environment
• Solid business insight, including financials, contracts, service level agreements, and analytical problem-solving skills
• Bachelor’s degree required (MBA preferred); certifications (e.g., CMP) a plus; ability to travel up to 25%

Location United States

The US national base salary range for this position is from $81 900,00 - $152 100,00. The national range provided includes the base salary that Amex GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location. In addition to base salary, the anticipated range of which is posted above, this role is eligible for a discretionary annual bonus, which rewards participants based on company and individual performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The #TeamGBT Experience Work and life: Find your happy medium at Amex GBT. Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.